Director, Customer Service Transformation & AI Operations

Customer Service Operations Director

This is a unique opportunity to shape the future of our customer service operations, driving transformation through AI, data, and innovation to elevate how we connect with and serve our customers. You'll partner across the business to redefine the customer experience, embedding a digital-first mindset that balances empathy with efficiency.

We invite you to join our Force for Good by helping us create meaningful, human-centered experiences through technology, innovation, and recognition, empowering both our teams and our customers to thrive.

What We Can Offer You

• Lead strategic transformation across global contact centre operations, driving digital evolution and AI adoption to deliver exceptional customer outcomes.
• Shape and implement a forward-looking, data-driven service model that enhances customer satisfaction, operational agility, and business performance.
• Collaborate with cross-functional teams, bringing together technology, product, and customer experience leaders to deliver impactful solutions.
• Empower and develop high-performing teams, fostering a culture of innovation, inclusion, and continuous improvement.
• Contribute to a people-first culture, where your leadership will directly influence how recognition and technology combine to create stronger, more connected workplaces.

What You Bring

• Experience leading large-scale, multi-channel or global customer service operations, ideally at director level or above.
• A proven ability to drive transformational change, balancing strategic vision with practical execution.
• Familiarity with AI, automation, and digital engagement technologies — including CRM systems and omnichannel service models.
• Strong commercial and financial acumen, with success in delivering measurable efficiency and performance outcomes.
• Excellent stakeholder and relationship management skills, with the ability to engage confidently across all levels of the business.

Your Achievements

• Successfully delivered large-scale transformation programmes, modernizing systems and ways of working to improve customer outcomes.
• Implemented AI-enabled solutions that increased efficiency, reduced cost-to-serve, and enhanced personalization.
• Built resilient, inclusive teams, inspiring colleagues through times of change and fostering a high-performance culture.
• Drove measurable improvements in customer satisfaction, first contact resolution, and employee engagement.

Benefits

• 25 days annual leave, increasing with years of service
• Company plan VHI Health Care & Dental cover for employee and dependencies
• A Pension commencing after probation period
• Participation in Workhuman's employee recognition programs
• Discounted gift certificates
• Discounted TaxSaver Travel cards/free car parking (subject to availability)
• Income Protection
• Life Assurance
• Access to our Tuition Reimbursement Scheme
• Access to Workhuman University
• Additional 'perks' - Free grab and go breakfast and lunch options, fruit, tea/coffee, fantastic catered events and wellness activities throughout the year etc

The Company

At Workhuman®, our mission is to bring more humanity to the workplace. We recognise and embrace individuals' differences and believe that workforce diversity and inclusion are essential to our long-term growth and success. Even if you don't think you "check every single box" above, please still consider applying. We're looking for a human who is collaborative, innovative with a growth mindset.

We love what we do because we're shaping the future of work through our people and our technology. Our human cloud-based applications are helping some of the world's leading global brands connect culture to shared purpose. The Workhuman Cloud empowers employees to thank, talk and celebrate each other, creating an environment that sparks gratitude and human connection while increasing employee engagement and productivity.

Did you know we have an award-winning culture across EMEA and North America:

• We were named as #5 Best Workplace in the Great Place to Work Awards in Ireland in 2022 in the large-sized workplace category. We were also recognised as the Best Workplace for Women and the Best Workplace in Technology in 2020, 2021, and 2022.
• In 2021 we were named as #2 Best Workplace in Europe in the medium-sized workplace category.
• We were also recognised as #2 Best Large Places to Work in Boston by Built In for 2023 as well as the Best Place to Work in Boston, U.S. Best Large Places to Work, and U.S. Best Places to Work.
• There are currently over 7.5 million users on the Workhuman® cloud across 180 countries.
• Our core values are Respect, Determination, Innovation, and Imagination.

Workhuman is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. We proudly provide a work environment free of discrimination and harassment. Employment decisions at Workhuman are based solely on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, or any other status protected by the laws or regulations in the locations where we operate. Workhuman believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.